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Dominant Paths in Customer experience
8x8 Support

Dominant Paths in Customer experience

Objective

Check the summary of your top ten most used IVR paths.

Applies To

  • Virtual Contact Center
  • Customer Experience

Procedure

  1. Log on Virtual Contact Center Agent Interface and from the top left corner, select Customer Experience. 
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  2. In the Customer Experience dashboard, select Dominant Paths.
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  3. From the left side panel select the IVR Script, Channel and the Date Range and click submit.
  4. Click on any node in Dominant Paths to open the Detailed Calls slider and view the basic call information of all calls passing through that node.

Additional Information

The dominant path provides a high-level view of your contact center's IVR, or a summary of your top ten most-used IVR paths in the tenant. The numbers on each path represent the total number of calls going through that specific path. It helps you figure out which IVR objects are used by your callers as expected and which paths are not. With this information your can assess requirements to optimize your IVRs.